Senior Technical Support Engineer
|
||||||||||||||||||
|
الوصف الوظيفي Attend to support cases reported by customers, and assist Technical Support members in solving advanced cases. Hold product implementation and training. Job Responsibilities ▪ Communicate with the presales department and accept site structure. ▪ Lead, communicate, and manage on-site engineers. Communicate with PM for project related issues (PIP, deliverables, acceptance, project closure) ▪ Conduct meetings site inspection, create SRD and communicate it with customers and PM. ▪ Create final Site Map (Site Configuration Document) Handover document. ▪ Install and activate Globitel Customer Care Products inside and outside Jordan. ▪ Implement ATP on-site after each installation. ▪ Provide on-site product training to customers. ▪ Contact the product specialists for any problem, inquiry, fix or update needed on each implementation. ▪ Implement major updates / fixes that require on-site involvement. ▪ Follow up on the implementation site until all issues are resolved. ▪ Maintain a high degree of customer service for all support queries and adhere to all service management principles. ▪ Responsible for product installation and configuration testing to assure better implementation and product knowledge. ▪ Responsible for creating installation procedures for each product. ▪ Technical reference to support team when it comes to product installations, troubleshooting, and features. ▪ Responsible for conducting internal product training. ▪ Follow up with development when developing product updates and fixes. ▪ Responsible for implementing major updates and fixes via VPN or by coordinating with an implementation team member. ▪ Responsible for approving every site map document submitted by implementation. ▪ Prepare product OMC checklist. ▪ Prepare product training plans and materials. ▪ Participate in the design phase and technical meetings when developing a new product. ▪ Conduct internal product technical training. ▪ Maintain Globitel Testing Lab. المهارات - Minimum 5 years of experience in telecom technical support - Experienced in hardware installation and rack assembly - Experienced in DB cluster configuration - Knowledge about reading traces and product log files - Knowledge of Microsoft CRM 4 - Knowledge of Microsoft Office Applications (Word, PowerPoint, Excel and Outlook) - Knowledge of coding and scripting - Proficient knowledge in product testing - Advanced knowledge of Windows Operating System and Linux/Redhat installation and administration - Advanced knowledge of Oracle, SQL, Call Center applications, products telephony cards, VOIP technology, GSM network components - Presentation skills - Excellent communication skills in English and Arabic - Advanced troubleshooting skills - Client-focused and result-oriented تفاصيل الوظيفة https://www.bayt.com/ar/saudi-arabia/jobs/senior-technical-support-engineer-4428286/ |
||||||||||||||||||
Printable Page 
Report Advertisement